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[3] CCVP TUC Quick Reference Sheets by David McDaniel
Introduction
Introduction The Cisco Unified Communications System consists of many different applications and products that must work together on top of an existing network infrastructure. This combination of systems on a network platform generally managed by an organization other than the one handling the telephones introduces an extremely complex environment that can make it difficult to troubleshoot problems. Understanding the fundamental protocols and designs used in a Unified Communications System, combined with a systematic troubleshooting process, will make resolving problems much simpler. In this guide, you will be presented with the information needed to pass the 642-426 Troubleshooting Unified Communications CCVP exam. The methods and practices discussed in this guide will help you solve problems on your own without having to call the Cisco Technical Assistance Center (TAC). The methodologies presented here are used by the Cisco TAC to solve hundreds of Unified Communications problems every day. If you follow this methodology and still find yourself unable to solve a problem, you will be much further along in the process when you try to contact TAC, thus reducing your total time to resolution. The Cisco support website at http://www.cisco.com/support also contains a wealth of information and tools to help you solve your problem. Most common issues and resolutions are documented on the website, making this an essential part of your troubleshooting toolkit. I hope to provide you with a deep level of understanding about how problems in Unified Communication Systems are identified and resolved. This should help you in working on production systems and studying for future certifications such as the CCIE Voice.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools Due to the complexity of Cisco Unified Communication Systems, it is necessary to have a solid understanding of the telephony components and applications and the underlying network infrastructure. Being familiar with Cisco Unified CallManager, Cisco Unity, the network infrastructure, and the voice clients and how they interoperate is critical to successful troubleshooting. When you are familiar with the components of the Unified Communication System, learning and using a systematic troubleshooting process will simplify problematic situations when they arise. Throughout this Short Cut, Cisco Unified CallManager is referred to as Cisco Unified CallManager, or simply CallManager.
Preparation Proper preparation will lead to a much faster recovery time in the event of a failure. Look over the following items to decide whether you are well prepared to solve problems in your system: n
Accurate physical and logical map of the internetwork
n
Network protocols and addressing schemes used
n
Configuration and routing of protocols at Layer 2 and Layer 3
n
External network connections and routing protocols used at these entry points
n
Documented normal network behavior and performance
Having accurate information readily available allows you to focus on identifying and solving the problem at hand. Countless hours can be spent trying to determine the structure of a network. This only detracts from addressing the core issue.
Systematic Troubleshooting Methodology A systematic troubleshooting model will allow you to methodically reduce a large set of possible causes of trouble to a smaller set of causes or a single cause. After you identify the cause, you can fix the problem and restore the Cisco
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools Unified Communications system. When your issue is resolved, take the time to document the experience to assist with future problems and to share expertise within your organization.
Sample Troubleshooting Overview Figure 1-1 shows an example of a systematic troubleshooting methodology. Let us step through each of the items in this flowchart in greater detail. FIGURE 1-1 Systematic Troubleshooting Flowchart
Start
Define Problem
Finished
Gather Facts
Document Facts
Consider Possibilities
Problem Resolved
Create Action Plan
Implement Action Plan
Yes Do problem symptoms stop?
Observe Results
Utilize Process
No
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools
Define the Problem To define the problem, first identify the general symptoms. Next, determine what possible problems these symptoms might indicate. In general, your definition of the problem should be similar to the problem report itself. When defining the problem, start thinking about what some possible causes might be. This can help you get a start on possibly identifying a quick fix to the problem.
Gather Facts When gathering facts about the problem, it is important to accurately interview end users to get all the pertinent details about the problem. Asking the right questions can quickly reduce the time it takes to resolve a problem, so try to be very thorough. Here are some examples of questions to use when interviewing an end user: n
When did the problem first occur?
n
Is the problem constant or intermittent? If intermittent, is there any pattern to the occurrence?
n
Are any messages or tones played?
n
Does the device display any messages?
n
What digits are being dialed?
n
What still works?
There are also many tools that can be used to gather information about the issue. Internal tools, such as show and debug commands on routers and switches, and the device and search pages of the Cisco Unified CallManager server, along with external tools, such as packet sniffers, CallManager traces, and network management systems, are key when troubleshooting complex issues.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools
NOTE The use of these tools are discussed in depth further in this Short Cut. External tools generally are most useful when the interview process discussed earlier does not provide an obvious solution. Often, simply verifying the configuration after asking questions will provide enough information to solve the problem.
Consider Possibilities After you have gathered all available facts, consider possible issues based on your information. This will help you remove irrelevant details and narrow the search to a certain class of problem. Brainstorm with the data you have and consider what device is most likely the cause of the issue. For example, if you have determined that the problem occurs only on calls placed over the WAN, PSTN configuration probably is not a possibility.
Create an Action Plan After you consider all possibilities and narrow your options down to the most likely cause, or ideally to the confirmed root cause, the action plan should reflect a solution directly related to the problem. If the problem is very complex, you should break the problem into small steps. At each step, determine whether the network is functioning properly—this knowledge will allow you to focus on the telephony components of the system.
Implement the Action Plan When implementing your action plan, be sure to keep track of exactly what you are testing. By using a systematic process and changing only one variable at a time, you can reduce the time required to resolve the problem. Here are some other tips to follow when implementing the action plan: n
Make sure your changes do not make the problem worse or cause additional problems.
n
Limit your impact on other users. For example, do not restart the CallManager cluster unnecessarily.
n
Minimize the extent and duration of potential security lapses.
n
Maintain a current backup of the CallManager and Unity servers and the configurations of the routers and switches in the network.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools
Observe and Document Results After making a change to find a solution, record the results and determine whether the problem still exists. If the problem is not resolved, restart the process from the possibilities based on the facts gathered. If the problem is resolved, make sure the changes are properly documented. The following are reasons for documenting: n
It maintains the steps taken to resolve an issue.
n
It provides a back-out plan in case the fixes cause other problems.
n
It can be used in the future if the problem occurs again.
Tools for Cisco Unified CallManager Troubleshooting There are many tools to assist in troubleshooting a Unified Communications System. The tools on the Cisco Unified CallManager server are accessible from the Serviceability page, the Real-time Monitoring Tool (RTMT), and the Command Line Interface (CLI). Gateway show and debug commands, along with packet sniffers and network management software such as Cisco Works, are also very useful tools when troubleshooting. The Cisco.com website also provides web-based tools to assist you, such as Tech Tips, TAC Case Collection, Output Interpreter, and the Cisco.com search engine. The Bug Toolkit on Cisco.com can also help you determine whether an issue you are experiencing is a known defect. The diagram shown in Figure 1-2 displays an overview of the troubleshooting tools available.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools FIGURE 1-2 Overview of Cisco Unified CallManager Troubleshooting
• Cisco Unified CallManager Troubleshooting Tools: – Cisco Unified CallManager Serviceability • Alarms • Setting Trace • CDR Analysis and Reporting (CAR) • Control Center – Real-Time Monitoring Tool • Alerts • Viewing Trace • Syslog Viewer • Performance Monitoring – CLI
• Gateway Troubleshooting Tools: – show Commands – debug Commands
• Other Troubleshooting Tools: – Packet Sniffer – Cisco.com Tools
Cisco Unified CallManager Serviceability Cisco Unified CallManager Serviceability is a web-based troubleshooting tool for Cisco Unified CallManager that provides many levels of functionality.
Alarms Alarms are used to receive notification that an event has taken place. Alarms contain information such as an explanation of the event and recommended action, as well as details of which application and server caused the event. After you configure alarms on the CallManager Serviceability page, use the Cisco Unified CallManager RTMT to collect and view the alarms.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools Follow these steps to configure alarms: Step 1.
From the Serviceability page, choose Alarm > Configuration.
Step 2.
Choose the server and the service.
Step 3.
Choose the alarm destination. All but Remote Syslog are collected and viewed via RTMT.
Step 4.
Select the desired alarm event level for each destination. Emergency provides the least detail and Debug provides the most.
CallManager also provides additional explanation or recommendations for an alarm through the Serviceability Alarm Definitions. This is accessible through Alarms > Definitions from the Serviceability page. NOTE In most cases, you will gather SDL traces only when the Cisco Technical Assistance Center (TAC) asks you to do so.
WARNING Tracing can be resourceintensive, and you should use it only as a temporary troubleshooting tool.
Traces CallManager Serviceability provides tracing tools for services to assist in troubleshooting. There are two types of traces: n
System Diagnostic Interface (SDI): Every Cisco CallManager service includes a default trace log file. The system traces SDI information from the services and logs run-time events and traces to these log files.
n
Signal Distribution Layer (SDL): The SDL trace log file contains call-processing information from services such as Cisco Unified CallManager and Cisco CTI Manager. The system traces the SDL of the call and logs state transitions into a log file.
When configuring traces, the following settings are recommended: n
Do not use XML output files or Device Name Based Trace.
n
Set the Debug Trace Level to Detailed. This will include keepalives and all available trace output.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools
Dialed Number Analyzer This tool enables you to test dial-plan configurations before and after you deploy them. The tool works by taking dialed digits and the time of day as input and running them through a selected calling search space from a given calling party. This can be useful when you are troubleshooting partitions with time schedules as well as basic call processing. You can either view the results online or save the output in an XML file for later retrieval.
Controlling Services From the Control Center in Cisco Unified CallManager Serviceability, you can view the status of a service and start and stop one service at a time for a particular server in the cluster. Starting and stopping a Cisco CallManager service causes all Cisco Unified IP Phones and gateways that are currently registered to that Cisco Unified CallManager service to fail over to their secondary Cisco CallManager service. This also causes other installed applications, such as Cisco CallManager Conference Bridge or Cisco Messaging Interface, to start and stop.
Cisco Unified CallManager Real-Time Monitoring Tool RTMT run as a client-side application uses HTTPS and TCP to monitor device status, system performance, device discovery, and CTI applications in the Cisco Unified CallManager cluster.
Performance Monitor and Data Logging You enable performance counters in CallManager Administration under System > Service Parameters > Cisco RIS Data Collector. Once here, under Troubleshooting Perfmon Data Logging, set Enable Logging to true. Like other trace settings, we recommend keeping this enabled only when you are actively troubleshooting a problem. When this setting is enabled, performance counters will be collected and can be retrieved using the RTMT.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools
Alerts You can configure RTMT to generate an alert on a given event. RTMT can then send e-mails to specified addresses when certain parameters exceed a given threshold. This can be very useful for system administrators; it allows the administrators to be aware of problems immediately when they occur.
Trace & Log Central RTMT Trace & Log Central enables you to collect, view, and zip various traces and log files, as seen in Figure 1-3. The following options are available under Trace & Log Central: n
Remote Browse: Browse trace and log files on a server remote from RTMT.
n
Collect Files: Collect files for local viewing from a remote server.
n
Query Wizard: Collect and download files that match the search criteria.
n
Schedule Collection: Set a recurring trace collection.
n
Local Browse: View trace and log files that have been downloaded locally.
n
Real Time Trace: View trace and log output as it is generated.
n
Collect Crash Dump: Collect a core dump of trace files.
This is the place you will visit to collect traces and logs you have configured in CallManager Serviceability.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID:
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Methodology and Tools FIGURE 1-3 RTMT Trace & Log Central
Understanding Trace Output Cisco Unified CallManager traces are some of the most valuable troubleshooting tools available to you. These traces provide many details that can be difficult to interpret. Here are a few examples of some trace output and what the various sections mean.
SCCP Trace Output 12/23/2006 09:37:31.240 CCM|StationInit: 00000076 OffHook.|
TABLE 1-1
SCCP Trace Description
Example Fields
Description
12/23/2006 09:37:31.240
Date and time the event occurred
StationInit
StationInit = SCCP Device → Cisco Unified CallManager StationD = Cisco Unified CallManager → SCCP Device
00000076
Unique TCP handle for a device registered to a Cisco Unified CallManager
OffHook
SCCP message and all data fields sent as part of that message
<XML Trace Data>
Extra data used by some tools that you should ignore
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Methodology and Tools When reading SCCP traces, there are two types of communication. StationInit represents communication from the endpoint to the CallManager. StationD indicates communication from the CallManager to the Endpoint.
Digit Analysis Results Some of the most useful information in the output of a Cisco Unified CallManager trace is the Digit Analysis information. This information shows the digit analysis logic that occurs in the Cisco Unified CallManager. Look for this information to see the matching route pattern and any digit manipulation that might occur.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Common Endpoint Registration Issues Endpoint registration issues are some of the most common issues you will face when troubleshooting Cisco Unified CallManager. Many issues can prevent IP Phones from registering correctly, including network connectivity, IP Phone settings, DHCP settings, and Cisco Unified CallManager configuration settings.
Network Connectivity NOTE
Phone Initialization Process
The extension numbers, speed dials, and other settings are assigned when the SCCP IP Phone registers. They are not contained in the SEP XML file.
When a phone initializes to a Cisco Unified CallManager server, it must go through many steps before it will actually register. Figure 2-1 shows these steps. Once a phone has power, either through Cisco Pre-Standard POE, 802.3af POE, or an AC power adapter plugged in to the wall, it performs the following steps, as shown in Figure 2-1: Step 1.
The switch uses CDP to tell the phone the Voice VLAN it should use.
Step 2.
If DHCP is enabled, the phone sends out a DHCPDISCOVER broadcast requesting an address in the voice VLAN. Be aware that it is possible to hardcode the settings acquired by DHCP (IP address, subnet mask, default gateway, DNS, TFTP Server [Option 150]).
Step 3.
The DHCP server sends a DHCPOFFER message with an address from the scope assigned to the Voice VLAN.
Step 4.
The phone receives the DHCPOFFER and applies the values.
Step 5.
The phone contacts the TFTP server listed in the DHCP request through option 150 and attempts to download its configuration file. This file is formatted as SEP<mac address>.cnf.xml. If this file is not found, the phone requests the XMLDefault.cnf.xml file.
Step 6.
The phone attempts to register with the highest priority CallManager server.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues FIGURE 2-1
Cisco Pre-Standard
SCCP Phone Initialization Procedure
Modified FLP Reflected FLP Catalyst Switch Resistive Detection and Classification Return Current
802.3af Inline Power
CDP (I Need 6.3 W [for a 7960]) CDP (VLAN Number) DHCPDISCOVER DHCPOFFER (IP Add, Def-GW, TFTP, DNS*)
DHCP Server
TFTP GET (SEP003094C3AD7E.cnf.xml) TFTP Data (SEP003094C3AD7E.cnf.xml)
TFTP Server
SCCP Registration with CallManager
Cisco Unified CallManager
*DNS Is Optional
If a phone is not registering, one of the first things to check is whether there is network connectivity between the phone and the CallManager server. To verify connectivity, use the ping or traceroute utility. In Cisco Unified CallManager 5.x you can ping from the Operating System Administration web pages and from the CLI. If the ping is unsuccessful, try pinging from another device in the path to isolate where the network connectivity issue is.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Endpoint Device Issues Cisco IP Phones can display messages that can provide useful troubleshooting data. You can see these messages by pressing the following button sequence: Settings > Status > Status Messages. Table 2-1 lists the possible messages on Cisco Unified IP Phones and provides a brief description of the meaning of each message. TABLE 2-1
Status Messages on the Cisco Unified IP Phones
Message
Description
Message
Description
BOOTP server used
The phone obtained its IP address from a Bootstrap Protocol (BOOTP) server rather than a DHCP server.
Load Auth failed
A signed phone load file has been modified or renamed.
CFG file not found
The name-based and default configuration file was not found on the TFTP Server.
Load ID incorrect
Load ID of the software file is of the wrong type.
CFG TFTP size error
The configuration file is too large for the file system on the phone.
Load rejected HC
The application that was downloaded is not compatible with the phone hardware.
Checksum error
Downloaded software file is corrupt.
Load server is invalid
Indicates an invalid TFTP server IP address or name in the Load Server option.
CTL installed
A Certificate Trust List (CTL) file is installed in the phone.
No CTL installed
A CTL file is not installed in the phone.
CTL update failed
The phone could not update its CTL file.
No default router
DHCP or static configuration did not specify a default router.
DHCP timeout static
DHCP server did not respond.
No DNS server IP
A name was specified but DHCP or IP configuration did not specify a DNS server address. continues
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues TABLE 2-1
Status Messages on the Cisco Unified IP Phones
(continued)
Message
Description
Message
Description
Dialplan parsing error
The phone could not parse the dial plan XML file properly.
Programming error
The phone failed during programming.
DNS timeout
DNS server did not respond.
TFTP access error
TFTP server is pointing to a directory that does not exist.
DNS unknown host
DNS could not resolve the name of the TFTP server or Cisco Unified CallManager.
TFTP error
The phone does not recognize an error code provided by the TFTP server.
Duplicate IP
Another device is using the IP address assigned to the phone.
TFTP file not found
The requested load file (.bin) was not found in the TFTPPath directory.
Error update locale
One or more localization files could not be found in the TFTPPath directory or were not valid. The locale was not changed.
TFTP server not authorized
The specified TFTP server could not be found in the CTL of the phone.
File auth error
An error occurred when the phone tried to validate the signature of a signed file. This message includes the name of the file that failed.
TFTP timeout
TFTP server did not respond.
File not found
The phone cannot locate on the TFTP server the phone load file that is specified in the phone configuration file.
Version error
The name of the phone load file is incorrect.
IP address released
The phone has been configured to release its IP address.
XmlDefault.cnf.xml, or .cnf.xml corresponding to the phone device name
Name of the configuration file.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues The other items to check on the Cisco IP Phone are the network settings at Settings > Network Configuration. Here you will find information assigned by the DHCP server (for example, IP Address) as well as settings loaded from the TFTP server (for example, CallManager IP Addresses).
CallManager Configuration Issues It is possible that some configuration issues on the CallManager server are preventing the phone from registering. Ensure that the TFTP server from which the phone is set to receive its configuration file is activated. From the Cisco Unified CallManager Serviceability interface, choose Tools > Control Center > Feature Services and verify that the Cisco Unified CallManager and Cisco TFTP services are started and activated. If you are still having problems, it is possible that the configuration file is somehow corrupt. You might be able to resolve the problem by re-creating the file. To re-create this file, simply delete and re-create the phone using the Cisco Unified CallManager Administration web interface as seen in Figure 2-2. After you have finished this, power cycle the phone. FIGURE 2-2 Delete a Cisco IP Phone Delete Selected
Troubleshooting SIP Devices SIP registration issues include many of the same possibilities as the SCCP phones. In addition, there are a few things to check for on the SIP IP Phones: n
The firmware version does not support SIP.
n
Incorrect SIP configuration in Cisco Unified CallManager.
n
SIP digest is incorrect or not configured on the endpoint.
n
SIP digest authentication is not supported or is incorrect. © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Cisco Unified CallManager Availability Issues CallManager Stops Responding The Cisco Unified CallManager system does not respond to keepalives from IP Phones and gateways, which causes them to lose registration with the CallManager. The following are possible causes of this problem: n
The CallManager server crashes, causing reboot.
n
The CallManager service freezes.
n
A process is consuming all the CPU cycles from the CallManager server.
n
A process with a memory leak is causing the server to page.
Gather Data You might want to view the status of, or restart, a Cisco Unified CallManager service that is having problems. To do this, use the Control Center available in Cisco Unified CallManager Serviceability at Tools > Control Center. There are several other items to check to determine why the server stopped responding. Gather facts from the following aspects of the server. Check system log messages to see if anything unusual has been reported. It is useful to view log files when you are troubleshooting server crashes, hung services, and other errors. If server crashes are a recurring problem, turn up the level of trace on these logs to provide more detail that can help TAC determine the source of the problem. You can also use the RTMT to view CPU and memory use in real time. You can also use the following CLI commands on the server: n
show stats io
n
show perf query class Processor
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues You can also view CPU utilization of specific processes using the following commands: n
show perf query counter Process “% CPU Time”
n
show process load
Formulate an Action Plan In many cases, server crashes and hung processes can be the result of a defect in the software. Collecting memory dumps and system logs can greatly assist TAC in determining the root cause of your problem. If you determine that CPU utilization is the cause of the problem, you might want to consider redesigning the system with a potential hardware upgrade, or possibly rebooting the server. If you have determined that the problem is a memory leak, one possible solution is to upgrade to the current version of CallManager. Consult the Cisco.com Bug Toolkit to determine whether the problem is a known issue. If you already have the Cisco bug identification number, it will greatly reduce the amount of time TAC needs to diagnose your problem.
Cisco Unified CallManager Administration Does Not Display When an administrator tries to connect to the web interface using the URL https://hostname/ccmadmin, the page does not display. The following are possible causes for this problem: n
A service has failed to start or has stopped.
n
Connectivity might not exist due to a misconfiguration or network issues.
n
Name resolution might not be configured or is resolving to an incorrect address.
n
Firewall or access lists might be blocking the HTTP traffic in one or both directions.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues To check the following items, use the following tools: n
Use ping to check network connectivity.
n
Try using the IP address instead of the hostname.
n
Verify firewall settings.
n
Verify services have started using the utils service list command on the CLI.
Slow CallManager Server Response A slow server response can have symptoms such as post-dial delay or an extremely slow response time when attempting to use the web-based interface. The following are potential causes for this issue: n
Speed and duplex mismatches between the server and the switch
n
High CPU utilization
n
Denial of Service attacks
n
Memory leaks
n
Viruses or spyware running on the client
Verify network configuration settings and use the tools mentioned earlier to diagnose these types of problems. If you suspect a virus or spyware issues, run virus scanning and spyware detection software on the client to ensure that the machine has not been compromised.
Troubleshooting Cisco Unified CallManager Security Issues Implementing security mechanisms in the Cisco Unified CallManager system prevents identity theft of the phone or Cisco Unified CallManager server, data tampering, and call-signaling and media-stream tampering. These added © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues measures also introduce additional sources of issues that can affect the Unified Communications system. Figure 2-3 shows the security enhancements that can be configured. FIGURE 2-3 Unified Communications Security Enhancements
Endpoint 1. TLS for signaling 2. SRTP for media 3. Signed firmware
CCM1-1
CCM2-1
Gateway 1. IPSec encryption of signaling 2. sRTP to endpoints 3. V3PN across WAN
HQ V Cisco Unified CallManager 1. Signaling encryption 2. Signaling authentication 3. TLS management 4. Secure LDAP 5. Manage certificates 6. Device authentication 7. Encrypted config files
PSTN phone
T1/E1
IP WAN
PSTN
FX0
V PSTN phone BRANCH
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Security Enhancements Overview Endpoints By default, devices boot up in nonsecure mode. To secure the endpoints, Cisco Unified CallManager creates a self-signed certificate on the CallManager and TFTP servers. After the cluster is configured for authentication, this certificate is used to authenticate the Cisco IP Phone. Authentication and encryption status is maintained on the device level. If all devices involved in the communication channel have registered as secure, the call will register as secure. If one device in the channel has registered as nonsecure, the call will register as nonsecure regardless of the rest of the components in the chain.
HTTPS Secure HTTP (HTTPS) secures communication between the browser client and the Tomcat server. HTTPS uses a certificate and a public key to encrypt the data transferred over the network and ensures that the user login password transports securely via the Web.
Certificate Authority Proxy Function The Certificate Authority Proxy Function (CAPF) performs the following functions related to security on IP Phones: n
Endpoint Authentication using an existing Manufacturing Installed Certificate (MIC), Locally Significant Certificate (LSC), randomly generated authentication string, or “null” authentication
n
Issues LSC to Cisco IP Phones
n
Upgrades existing LSCs
n
Retrieves phone certificates
n
Authenticates via the MIC
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Cisco IOS MGCP Gateway Encryption CallManager supports gateways that use the MGCP Secure Real-Time Transport Protocol (SRTP) package allowing for secure media streams between IP Phones and gateways. All devices need to support SRTP or the connection will fallback to RTP. When an SRTP call is set up, the master encryption key is sent over the MGCP signaling path, which you should secure with IPsec. Cisco Unified CallManager does not recognize whether an IPsec connection exists before sending the encryption keys. Ensure that this is set up when deploying SRTP.
H.323 Gateway and H.323/H.225/H.245 Trunk Encryption H.323 gateways and H.225 trunks that support security can authenticate to CallManager if an IPsec association is established. The H.323 devices generate the encryption keys that are sent to CallManager through the signaling path. In addition to configuring an IPsec association, you must check the SRTP Allowed check box in the device configuration for the gateway or trunk. Once again, all devices in the call path must support SRTP for it to be used; otherwise, the system will fallback to RTP.
Phone Enrollment Process The IP Phone uses either an MIC or LSC for security, which requires the phone to enroll with the CAPF service. Older phones tend to need an LSC installed by the CAPF, while newer phones come with an MIC. For phones that require an LSC, the following steps are performed: Step 1.
The IP Phone generates a public/private key pair.
Step 2.
A TLS session is established with the CAPF service, and the keys and identity are sent from the phone to the CAPF.
Step 3.
The CAPF service creates and sends an LSC to the phone.
Step 4.
The IP Phone installs the LSC.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues The CAPF service must be in the phone CTL file, which it downloads when the phone boots. The server also looks up the phone in its local database to validate its identity.
Troubleshooting Issues with the CAPF Service After configuring the CTL client and CAPF on the CallManager cluster, you might run into a problem wherein phones display the message “cannot authenticate the CTL file.” The following are some possible causes for this problem: n
Not all servers in the cluster are in the CTL file.
n
The phone might have changed clusters and needs a new CTL file.
n
A server was added to the cluster but the CTL file was not updated.
n
A server in the CTL file had its IP address changed.
As you can see, the root cause of the problem is that the server and the CTL file the phone is trying to use are not in sync. It is a good idea to first open the CTL client and verify that the CTL file is set up correctly for the servers in the cluster. Once this has been verified, perform a factory reset on the phone; this will direct the phone to download a new CTL file. If all this fails, delete the phone from the CallManager and add it back in selecting a nonsecure security profile. After the phone registers, install an LSC to reconfigure security.
Troubleshooting Authentication String Errors When trying to enter an authentication string on a Cisco IP Phone, a failure message is displayed. The following are causes of this problem: n
Incorrect authentication string
n
Expired authentication string
n
IP Phone is not registered to CallManager © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues n
IP Phone does not have authentication enabled
n
The CAPF service is down or deactivated
n
Incorrect IP Phone firmware
To begin narrowing down the cause of the problem, verify that an MIC, LSC, and CTL file are installed on the phone. Press the Settings > Security Configuration buttons on the phone and check the resulting screen for the files, as seen in Figure 2-4. 1001
FIGURE 2-4
09:30a06/25/06
Cisco IP Phone Security Configuration Screen
7960 Settings 2Ring Type 3Network Configuration 4Model Information 5Status 6Security Configuration
Security Configuration 3MIC Not Installed 4LSC Not Installed 5CTL File Not Installed
Select Setting Select
Save
1001
09:30a06/25/06
Select Setting
Exit
more
Update
Exit
Use the CallManager Device administration screen to verify the authentication string being used. It is also a good idea to check the Control Center in CallManager Serviceability to verify that the CAPF service has started.
Troubleshooting LSC Validation If LSC validation fails on an IP Phone that is set to use encryption, you might want to consider the following possible causes: n
Expired certificate
n
The LSC installed in the IP Phone was issued by an untrusted source
n
The CAPF certificate does not exist on all servers in the CallManager cluster
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues Ensure that the certificate has not expired by choosing Security > Certificate Management > Display Certificate from the Operating System Administration web page. Verify the LSC using the procedure shown in Figure 2-4. Check the CTL file and look for security alarms on the CallManager server. The SDL trace output may also provide some useful data for troubleshooting LSC validation issues. If you are using security tokens, these might become locked after numerous login attempts.
Troubleshooting Database Replication Issues In a Cisco Unified CallManager cluster, the publisher replicates a read-only copy of the Cisco Unified CallManager master database to all other servers in the cluster. During any period when the publisher is unreachable or offline, no changes can be made to the configuration database. When problems exist with replication, the following symptoms can occur: n
Changes made to the IP Phone configuration do not take effect.
n
Dial plan changes are not available.
n
Call Forward All cannot be set.
n
Extension mobility does not work.
n
Changes to speed dials do not take effect.
n
MWI functions do not work.
n
Resetting the IP Phone does not have any effect.
These features and functions require changes to be made in the master database. If a replication is broken, devices registered to a subscriber will not be able to make such changes.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues NOTE Cisco Unified CallManager 4.x uses Microsoft SQL 2000 for the database and Cisco Unified CallManager 5.x uses IBM Informix. As a result, the troubleshooting tools for these two platforms are very different.
Diagnosing Database Replication Issues Cisco Unified CallManager 5.x The RTMT is the primary tool you will use when troubleshooting database issues on CallManager 5.x. Under the Performance tab, choose the Performance object, then choose the Number of Replications Created and Replication_State categories to open them. The different states indicated by the Replication_State counter are n
0: Replication is not started.
n
1: Replication has been started but has not completed.
n
2: Replication setup has completed and is currently working.
n
3: Replication is broken and the Database Layer Monitor service on the subscriber has been started at least once.
You can also use the command utils dbreplication status from the CLI to view the database replication status. This command must be performed on the Publisher and will create a file on the server at a location printed to the screen. Use the command file view activelog to view the file that was generated.
Cisco Unified CallManager 4.x The MS SQL Enterprise Manager is the tool used for managing replication between the publisher and the subscribers. The Enterprise Manager provides a GUI management interface for the SQL servers, as seen in Figure 2-5. The first step to determine whether replication issues exist is to go to the Replication Alerts in Enterprise Manager and see if any replication errors appear. Use the following procedure to determine whether the SQL subscription is working: Step 1.
Create a device on the publishing server that is easy to recognize.
Step 2.
Click Insert. The device does not need to be functional.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues FIGURE 2-5 Replication Alerts in Enterprise Manager
Step 3.
Click Update, and then click Close.
Step 4.
In Enterprise Manager, expand the SQL subscriber in question. Right-click the Devices table and choose Return all rows to see if the new device is present.
Re-creating the Subscription Cisco Unified CallManager 5.x Use the command utils dbreplication repair all to re-create the first node to subsequent node database replication relationships. This process can take longer than 30 minutes on a large deployment.
Cisco Unified CallManager 4.x The DBHelper tool is the simplest and easiest way to determine the database status and fix any issues. This tool is available from TAC and is the recommended tool to use when you are addressing DB replication issues. The tool has a simple Reinitialize button that will attempt to resolve the replication issues. There is also a manual process to re-create a subscription in CallManager 4.x. It is quite lengthy but is available on Cisco.com.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Troubleshooting LDAP Replication Issues Failure to replicate the LDAP is one possible problem that can occur in the Cisco Unified Communications system. Knowing how to troubleshoot the LDAP integrations and replications will ensure a consistent directory. CallManager interacts differently with LDAP in CallManager Release 4.x than in CallManager Release 5.x.
Cisco Unified CallManager 4.x By default, CallManager 4.x uses an embedded LDAP directory called DC-Directory to store user information. The system also supports integration with a third-party LDAP service such as Microsoft Active Directory and Netscape iPlanet. If a third-party integration is used, the system becomes dependent upon the remote directory server and can behave abnormally if the connection is lost.
LDAP Synchronization Issues with DC-Directory A common symptom of failed LDAP synchronization is a CallManager subscriber taking a very long time to start on boot. Upon analysis of the event viewer you will see that DC-Directory replication has failed. The following are causes for a failed DC-Directory replication: n
Lost network connectivity
n
Password mismatch
n
DNS resolution failing
n
Repeated installs of a Cisco Customer Response Solutions (CRS) server
n
Decommissioning of an existing CRS server
n
Running the avid_scfg command on the subscriber more than once
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues It is most likely that you will know whether CRS servers have been added or removed recently. If you think the password might be the problem, try resetting the password using the CCMPWDChanger command on the publisher and the subscriber. As always, perform basic network connectivity tests to ensure the problem is not within the underlying infrastructure. You also might want to reinitialize the LDAP directory if the system is not allowing you to add, delete, or view users in the database. To reinitialize LDAP replication on CallManager 4.x, perform the following steps: Step 1.
Open the command prompt on the publisher by choosing Start > Run and entering cmd.
Step 2.
Enter the command avvid_save password to back up the DC-Directory database.
Step 3.
Ensure that the DC directory service has been stopped on the subscriber by entering the net stop dcdirectory command at the command prompt.
Step 4.
Enter the command cleandsa to delete all data from the DC-Directory database on the publisher. Use deletedib if cleandsa is not supported.
Step 5.
Enter the commands avvid_cfg password, then avvid_restore password to re-create the DC-Directory structure and restore the data that was backed up in Step 2.
Now that the DC-Directory publisher is in a known good state, you must reinitialize LDAP replication on the subscribers. This is a very simple process that follows these steps: Step 1.
On the subscriber, enter the command cleandsa or deletedib from the command prompt like in Step 4 of the previous process.
Step 2.
Enter the command avvid_scfg publisher password on the subscriber.
Step 3.
Repeat Steps 1 and 2 for each subscriber.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues
Active Directory Integration Issues If you are experiencing authentication failure on a CallManager cluster integrated with Active Directory, you might want to take the following actions: n
Verify that the Domain Controller is running and accessible.
n
Ensure proper username and password usage and permissions.
n
Reset the password of the Active Directory Administrator; do not use any special characters.
Cisco Unified CallManager 5.x In Cisco Unified CallManager 5.x, directory information is stored directly in the Informix database. The system still supports third-party LDAP integrations with Microsoft Active Directory, Netscape Directory Server, iPlanet Directory Server, and Sun ONE Directory server. CallManager then uses the LDAPv3 standard to access this data.
Local Directory Issues If you are experiencing issues with Local Directory replication, you should attempt to repair the broken replication using the utils dbreplication repair all command at the CLI discussed earlier. Because the directory is located in the same database used for CallManager configuration, the procedure is the same.
Active Directory Synchronization Issues If new users added in Windows Active Directory are not appearing in CallManager, you most likely have a synchronization issue. Here are some troubleshooting steps to assist resolution of this problem: n
Ensure network connectivity.
n
Check the LDAP configuration on CallManager.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues n
Ensure the credentials used for the LDAP connection are valid.
n
Verify Active Directory service permissions for the account specified in the Distinguished Name field of LDAP directory on CallManager.
n
Perform a manual synchronization if CallManager is configured as such.
Common MGCP Gateway Registration Issues A number of tools can be used to troubleshoot MGCP gateways failing to register with Cisco Unified CallManager. Both the CLI on the gateway and the web-based interface on the CallManager provide tools for troubleshooting. Figure 2-6 illustrates the MGCP gateway registration process. Here are the main characteristics of MGCP communications to consider when troubleshooting a problem: n
Each endpoint on the gateway registers with CallManager.
n
Endpoints are under the control of the CallManager server to which they are registered.
n
Some configuration must be performed on the gateway.
n
Any SRST dial plan is not used when the gateway is registered to CallManager.
Basic Troubleshooting Tools The CallManager web interface can show registration status similar to how status is displayed for IP Phones. The CallManager RTMT also provides Event Log messages that can be useful when troubleshooting MGCP gateways.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues FIGURE 2-6
The gateway boots up
MGCP Gateway Registration Process
A TCP connection is opened
TCP
TCP
A TCP connection is opened
RSIP Acknowledgment (ACK)
Restart in Progress (RSIP) informs Cisco Unified CallManager that gateway is being brought in service
OK
AUEP
Cisco Unified CallManager sends an Audit Endpoint (AUEP) per endpoint
RQNT
Cisco Unified CallManager sends a Request Notify (RQNT) per endpoint
Acknowledgment (ACK) OK
Acknowledgment (ACK) OK Endpoints are now registered in Cisco Unified CallManager
Here is an example of an error message that might be displayed when an unregistration event occurs: %CCM_CALLMANAGER-CALLMANAGER-3-DeviceUnregistered: Device unregistered. Device name. AALN/S2/SU0/0@Pod1HQ Device IP address.10.1.1.101 Protocol.MGCP Device type.[Optional]120 Device description [Optional].AALN/S2/SU0/0@Pod1HQ Reason Code [Optional]9 App IDCisco Unified CallManager Cluster IDStandAloneCluster Node ID CCM2-1
This error message occurred because a device unregistered with CallManager. You can also see that the Reason Code is 9, which indicates that CallManager sent a reset message that caused the device to unregister. Table 2-2 lists the MGCP unregister reason codes. © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues TABLE 2-2 MGCP Unregister Error Reason Codes Value
Definition
1
Unknown
2
NoEntryInDatabase
3
DatabaseConfigurationError
4
DeviceNameUnresolveable
5
MaxDevRegExceeded
6
ConnectivityError
7
InitializationError
8
DeviceInitiatedReset
9
CallManagerReset
10
DeviceUnregistered
These reason codes can provide some insight into what might have caused the problem you are seeing. One of the best ways to verify that the MGCP gateway has registered to the CallManager is to use the show ccm-manager command. The following is an excerpt from the output from this command: Pod1HQ#show ccm-manager MGCP Domain Name: Pod1HQ Priority
Status
Host
============================================================ Primary
Registered
10.1.1.2
First Backup
Backup Ready
10.1.1.1
Second Backup
None
Current active Call Manager:
10.1.1.2
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues The following are other commands that are useful when troubleshooting IOS MGCP gateways: n
show mgcp endpoint: Displays information for endpoints that are controlled using MGCP
n
show mgcp connection: Displays information for active connections that are controlled using MGCP
n
show mgcp statistics: Displays MGCP statistics about received and transmitted network messages
n
show mgcp srtp {detail|summary}: Displays information for active SRTP connections controlled using MGCP
n
debug mgcp: A full suite of debugging messages for MGCP errors, endpoints, events, and many others
Figure 2-7 shows a sample configuration of an MGCP gateway and some explanations for the commands used.
H.323 and SIP Gateway Troubleshooting H.323 and SIP gateways require different troubleshooting techniques than those used by MGCP. Because these protocols operate in a peer-to-peer mode, they will never register to Cisco Unified CallManager. Their status will always show as unknown in the administration tool. They also require the dial plan to be configured on the gateway and on the CallManager. Troubleshooting dial plans are covered in the next section.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Cisco Unified CallManager Related Issues FIGURE 2-7
Hostname of gateway
IOS MGCP Gateway Configuration
First choice Cisco Unified CM
HQ–1 #show run | begin mgcp mgcp mgcp call-agent 10.1.1.2 mgcp dtmf-relay voip codec all mode out-of-band mgcp rtp unreachable timeout 1000 action notify mgcp modem passthrough voip mode cisco mgcp package–capability rtp-package mgcp package–capability sst-package no mgcp timer receiver-rtcp
Second choice Cisco Unified CM TFTP server to get configuration from
Enables MGCP for PRI
Enables PRI backhauling of the Q931 signaling
Enables MGCP for the analog port
! ccm-manager redundant-host 10.1.1.1 ccm-manager mgcp ccm-manager config server 10.1.1.1 cmm-manager config ! controller T1 0/1/0 framing esf linecode b8zs pri-group timeslots 1-24 service mgcp ! interface Serial0/1/0:23 no ip address isdn switch-type primary-ni isdn incoming-voice voice isdn T306 30000 isdn bind-13 ccm-manager no cdp enable ! dial–peer voice 999200 pots service mgcpapp port 2/0/0
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues
Call Setup Issues Introduction Many types of problems can occur during call setup. The following are some examples of this class of problem: n
Fast-busy tone during or at the end of dialing
n
Caller ID missing or incorrect
n
No ringback
n
Dead air
n
One-way audio
n
Inefficient call routing
n
Secondary dial tone not functioning
The first step toward narrowing down potential problems is to decide whether the call is happening at a single site, is destined off-site or over an intercluster trunk, or whether it is being routed through an H.323 gatekeeper. The following paragraphs discuss each of these topologies in depth and present some of the associated issues and resolutions that can occur.
On-Premise Single-Site Calling Issues The first area of discussion is for calls that originate and terminate within the same cluster at the same site. The two most common causes of problems in this topology are Class of Service settings or translation patterns. Class of Service is implemented in CallManager using partitions and Calling Search Space (CSS). It is important to understand how CallManager collects and analyzes digits before attempting to troubleshoot its operation. Here is the operation for digit collection on Cisco Unified CallManager: Step 1.
Digits are analyzed one at a time as they are entered.
Step 2.
If an explicit match is found and no other potential matches exist, the pattern is used. © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues
NOTE Cisco Unified CallManager looks at both internal directory numbers and external route patterns when looking for a match. Understanding the overlap between these two items in your dial plan is key.
Step 3.
If an explicit match is found and other potential matches exist, the call must wait for the interdigit timeout to expire before the call is extended.
Step 4.
If no explicit matches exist, the pattern with the fewest number of potential matches globally will be used.
Step 5.
If no potential matches exist, either a fast-busy or an Annunciator message will be played.
Class of Service Constructs Partitions A partition is a setting that can be applied to all things that can be called. Directory numbers, route patterns, and translation patterns are all examples of objects that have a partition setting. If the partition is set to “null,” there will not be any restrictions on who can call the DN.
Calling Search Space A calling search space is a list of partitions that can be called by the object that has the CSS applied to it. A CSS is applied to phones, endpoints, lines, and gateways. If the CSS setting is blank, the only partition it can reach is the “null” partition. When a CSS is applied to a phone, you can apply it either to the device or to the line. If there is a setting at the line level, it will override the device-level setting. If there is no line setting, the device setting will be used.
On-Premise Call Setup Failure There are relatively few common reasons for call setup failure in this topology. The main categories are as follows: n
Digit manipulation via a translation pattern is incorrect.
n
The target is not known or not currently registered.
n
The partition of the destination is not in the CSS of the calling phone. © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues Incorrect digit manipulation can either cause the call to fail by translation to an invalid number, or it can cause a loop. If Cisco Unified CallManager detects a loop that would infinitely change a number back and forth between two patterns, it plays a fast-busy tone after a short delay. If you are unsure what is happening to a digit string after dialing, the Dialed Number Analyzer tool provides a convenient way to test how a given digit string will be handled by a given calling search space.
Sample Problems One-way Calling Another common problem is when Phone A can call Phone B, but Phone B cannot call Phone A, as seen in Figure 3-1. This is usually seen when the CSS of Phone A includes the partition of Phone B’s line, but the CSS of Phone B does not include the partition of Phone A’s line. FIGURE 3-1 One-way Calling
A
B X OK
Call Forwarding Issues When you are seeing issues with call forwarding, check to make sure that the destination is valid and registered and that it is contained in the CSS of the phone. If you are having issues when forwarding to voice mail, check the Call Forward No Answer (CFNA) settings and verify the correct partitions and CSS. It is also possible that the voice-mail server is down or that all its ports are currently in use.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues
Off-Site Call Issues When calling off-site, the call must go through a gateway. There are three protocols that gateways use for call control: MGCP, H.323, and SIP. The Cisco IOS MGCP gateway registration issues have been covered already, so this section focuses on call control troubleshooting. Understanding how your dial plan is configured will reduce the amount of time spent troubleshooting when you run into problems. The following are some common off-site calling issues are listed: n
n
Cisco Unified CallManager Issues n
Dial plan configuration errors
n
Codec issues with the region settings
n
Location settings configuration issues for CAC
Gateway Issues n
MGCP, H.323, or SIP configuration errors
n
Problems with QoS settings on WAN link
n
All trunks in use or trunks down
Gateway Troubleshooting Checklists Use the following guides when troubleshooting gateways for the three gateway protocols: MGCP, H.323, and SIP.
MGCP n
Verify configuration on the IOS MGCP Gateway n
Verify mgcp commands
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues
n
n
n
n
Verify ccm-manager commands
n
If a PRI is in use, verify Q.931 backhaul
Verify gateway configuration in CallManager n
Verify the hostname is accurate
n
Check endpoint configuration
Registration verification commands n
show ccm-manager
n
show mgcp endpoint
n
show mgcp statistic
Call setup verification commands n
show mgcp connection
n
debug mgcp error
n
debug mgcp packet
n
debug mgcp state
H.323 n
Verify configuration on the IOS H.323 Gateway n
Verify dial peer commands
n
Verify that the voice class H.225 timeout for TCP is set to 3 seconds or less
n
Verify CallManager preference order
n
Check H.323 binding © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues n
n
n
Verify gateway configuration in CallManager n
Verify network settings on the gateway
n
Check route pattern, lists, and groups
Digit send/receive verification commands n
show dialplan number number
n
debug vtsp session
n
debug vpm signal
n
debug mgcp state
Call setup verification commands n
debug voice ccapi inout
n
debug voip dialpeer inout
n
debug cch323 h225
n
debug h225 q931
SIP n
n
Verify configuration on the SIP gateway n
Verify VoIP dial peers have SIP version 2 enabled and a valid session target
n
Verify SIP UA retry settings
n
Verify DTMF relay method
Verify gateway configuration in CallManager n
Ensure that the SIP trunk is configured and an IP address is the destination © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues n
Call setup verification commands n
show sip-ua status
n
show sip status
n
show sip statistics
n
debug ccsip messages
Dial Peer Matching For all calls going through a Cisco router, IOS associates one dial peer to each call leg. There are two types of dial peers—POTS, for calls associated with TDM call legs, and VoIP dial peers for IP call legs.
Inbound Dial Peer Matching Table 3-1 describes how dial peers match elements in the setup message with dial peer attributes. IOS performs tasks in the order shown. TABLE 3-1
Inbound Dial Peer Parameters
Setup Message Element
Dial Peer Parameter
Comments
Called number (DNIS)
Incoming called-number
A direct match is attempted between the number that was dialed and a configured called number
Calling number (ANI)
Answer-address
Useful when you want to match calls based on calling number
Calling number (ANI)
Destination-pattern
Calling number with destination-pattern is attempted
Voice Port
Dial peer port
A match between dial peer port and voice port is attempted last
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues If no match is made, IOS will use the default dial-peer 0. The following is an example of an incoming POTS dial peer configured with Direct Inward Dial (DID): dial-peer voice 1 pots incoming called-number 81690 voice port 0:D direct-inward-dial
Outbound Dial Peer Matching Outbound dial peers match using the destination-pattern command. You also must specify a port for POTS dial peers and a session target command for VoIP dial peers. Wildcards can also be used to match ranges of numbers. Here is an example of an outbound VoIP dial peer configuration: dial-peer voice 4 voip destination-pattern 81690 session target ipv4:172.22.10.1
The destination-pattern command functions differently for inbound and outbound dial peers. For inbound dial peers it matches the calling number (ANI). For outbound dial peers it matches the called number (DNIS).
Route Plans The components of a route plan in Cisco Unified CallManager have the following characteristics and have the relationships shown in Figure 3-2. n
Route Pattern: An E.164 address or range of addresses. The route pattern points to a route list or a device and can also perform digit manipulation.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues n
Route List: Directs calls to one or more route groups.
n
Route Group: Directs calls to one or more devices that allow call routing.
n
Device: Typically a gateway, H.323 endpoint, or trunk.
When configuring the route plan, you must create it in reverse order so that the correct options will appear in the menus. CallManager processes calls in a top-down order, as shown in Figure 3-2.
User Dials Number
FIGURE 3-2 Route Plans in Cisco Unified CallManager
Route Pattern
Route List 1st Choice
2nd Choice
Route Group 1st Choice
Device (Gateway/Trunk)
Route Group 2nd Choice
Device (Gateway/Trunk)
1st Choice
Device (Gateway/Trunk)
2nd Choice
Device (Gateway/Trunk)
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues
Common Problems Caller ID Issues Caller ID refers to a method that provides calling party information. Different methods are used for analog and digital signals; therefore, determining the point of failure is the first step to troubleshooting Caller ID issues. There are a few things to keep in mind when working with Caller ID: n
Caller ID is not supported on MGCP controlled FXS ports.
n
Calling parties may block Caller ID.
n
An H.323 gateway or CallManager ICT may be configured to block Caller ID.
n
FXS ports have Caller ID disabled by default. Caller-id enable in the voice port config will enable it.
n
Caller ID can be blocked using the caller-id block command in the voice port config.
No Ringback Issues When an ISDN call is being established, the call might not go through due to some issue. When such a situation occurs and ringback is not heard, a progress indicator is returned to the calling user. These ISDN progress indicators are described in Table 3-2. TABLE 3-2
ISDN Progress Indicators
PI
Meaning
Message Type
0
No progress indicator included
Setup
1
Call not end-to-end ISDN; check in-band for more info
Alert, setup, progress, connect
2
Destination address is non-ISDN
Alert, progress, connect
3
Origination address is non-ISDN
Setup
8
In-band information or appropriate pattern is available
Alert, progress, connect
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues A common problem seen on gateways is when a Cisco IP Phone user makes an off-site call and does not hear a ringback tone. The issue in this scenario is that CallManager automatically changes the audio of the phone to the H.323 gateway as soon as the channel signal is complete. The IP Phone did not hear the ringback tone because the PSTN did not provide a PI indicating that in-band information was available. Cisco Unified CallManager relies on in-band ringback when using H.323 gateways. NOTE It is possible to set specific progress indicators in ISDN messages using the progress_ind dial-peer command.
The solution is to add the progress_ind alert enable 8 command in the POTS outbound dial peer. Per Table 3-2, this will change the PI accordingly.
Dead Audio Issues Two-way dead audio describes the problem when a call is set up properly but neither party hears audio when the phone is answered. This is generally the result of a codec mismatch or firewall settings. Ensure that the codecs match or that proper transcoding resources are in place if different codecs are to be used. Verify that all firewalls in the media stream path are not filtering out RTP packets. One-way audio is another possible problem you could encounter. This is generally the result of NAT issues but can also be the result of H.323 or MGCP binding, cRTP settings, or answer supervision settings.
Dropped Calls When a call is dropped in the middle of the call, there is always a definite reason for it. The following are some of the possibilities: n
The remote user hung up or lost a signal on a cell phone.
n
The network lost connectivity (sometimes due to a power outage or maintenance).
n
A system error occurred.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues The first place to look when diagnosing dropped call problems is the system logs. If an unregistration event occurred, this will appear in the CallManager system logs. Call Detail Records (CDR) can also be used to determine which side hung up. If you are able to reproduce the problem, you can also enable traces on the CallManager server.
Secondary Dial Tone When a user presses “9” for an outside line, it is customary to provide a different type of dial tone to inform the user that the call will be routed outside the local phone system. Sometimes you might find that when dialing “912065551212,” you do not hear the secondary dial tone until the sixth digit is pressed. This occurs when there are overlapping dial plans, usually for route patterns such as 91XXX. The “Enable Secondary Dial Tone” box must be checked on all route patterns starting with “9” to resolve the issue.
Troubleshooting Intercluster Dial Plan Issues In large voice networks, some designs employ multiple CallManager clusters. These designs generally use both WAN and PSTN links for routing calls between the clusters. There are some unique problems that can occur with a topology such as this one.
Overlapping Dial Plan Probably the most common configuration issue in a multicluster CallManager environment is an overlapping dial plan. This occurs when two or more patterns match a set of dialed digits. This causes CallManager to wait for additional digits 15 seconds by default before completing the call. For example, if you have router patterns for both 911 and 9.1XXXXXXXXXX, you will experience the delay mentioned. This can be resolved by changing the second route pattern to 9.1[2-9]XX[2-9]XXXXXX. Careful attention to the dial plan eliminates most, if not all, these types of problems.
Call Setup to Another Cluster If calls over the ICT are not working properly, you could have one of the following causes: © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues n
Partition or CSS configuration settings on either the originating or remote phone
n
Digit discard, prefix, or transformation mask settings
n
Dialed number is not valid
n
ICT configuration settings
n
Connectivity between the two clusters
If calls are being routed to the PSTN first instead of the WAN, it is most likely an ICT configuration issue. It is also a good idea to check the dial plan configuration on CallManager to ensure that it is sending the call the correct way.
Immediate Remote Call Drops If a call to a phone at the remote site drops immediately after the remote user picks up the handset, the problem is not with the dial plan. The most common problem with this symptom is a codec mismatch between the two endpoints. Invoking a transcoder resource will resolve the problem, as will switching the codecs to match on both ends.
Troubleshooting Gatekeeper Issues A gatekeeper is an H.323 device on the network that provides services such as address translation and network access control for H.323 terminals and gateways. To troubleshoot a network that contains gatekeepers, you must understand the different registration, admission, and status (RAS) messages they use. Once you have a firm understanding of how they function, the common issues tend to fall into three categories: n
Discover and registration process
n
Call admission
n
Gatekeeper clustering and alternative gatekeeper issues
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues The following sections first review how gatekeepers are deployed and some of the RAS messages they use, and then approach some of the common problems.
Gatekeeper Processes Discovery There are two processes by which H.323 gatekeepers are discovered: n
Unicast Discovery: Endpoints are configured with the gatekeeper IP address and attempt to register immediately. UDP port 1718 is used and the gatekeeper replies with a Confirmation (GCF) or Rejection (GRJ) message.
n
Multicast Discovery: Endpoints use UDP multicast address 224.0.1.41 to send a Request (GRQ) message. The gatekeeper replies with the same messages as it would in Unicast mode.
Registration Registration is used after the discovery process by gateways to join a zone and inform the gatekeeper of their IP and alias addresses. Each gateway can register with only one gatekeeper, and there can be only one gatekeeper per zone. A gateway registers with an H.323 ID defined using the command h323-gateway voip id H323-ID ipaddr ip-address. A few common registration issues are caused by unauthorized IP addresses, duplicate H.323 IDs, invalid security settings, or nonexistent zones.
Admission Admission messages provide the basis for call authorizations and initial bandwidth control. A registered gateway sends an ARQ message requesting call admission to a given endpoint. If bandwidth is available, an ACF message is sent back to the initiating endpoint. The endpoint then attempts to set up a call directly with the destination endpoint. When the destination receives the request, it checks with the gatekeeper to ensure bandwidth is available. The gatekeeper then returns an
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues ACF message and the call is set up. At any point in this flow, if bandwidth is not available, an ARJ message is sent with the appropriate reason.
Bandwidth Control Bandwidth is initially requested through the Admission process defined earlier. If bandwidth needs to change during the call, an endpoint can send a BRQ message to the gatekeeper. If bandwidth is available, the gatekeeper will respond with a BCF message. If bandwidth is not available, a BRJ message will result.
Location Request and RIP Location Request (LRQ) messages are sent between gatekeepers to request a terminating endpoint. Figure 3-3 shows location request usage between gatekeepers. You can also scale the network to larger sizes by using a directory gatekeeper, which has the ability to forward an LRQ message to a destination gatekeeper.
FIGURE 3-3 Location Request Usage
2. LRQ Gatekeeper A
GK
3. RIP 5. ACF
1. ARQ
GK
4. LCF
9. ACF
Gatekeeper B
8. ARQ
6. Call Setup Endpoint A
V
7. Call Proceeding
Endpoint B
10. Alerting
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues
Disengage A disengage request is used to inform a gatekeeper that a call has ended. Acceptance occurs with the DCF message, and rejection occurs with the DRJ message.
NOTE
Troubleshooting show and debug Commands
The “bandwidth in use” displayed can be very useful when troubleshooting call setups.
show Commands n
show gatekeeper gw-type-prefix: Displays information about the configured prefix technology table
n
show gatekeeper status: Displays overall gatekeeper status including zone status
n
show gatekeeper zone prefix: Displays the zone prefix table
n
show gatekeeper calls: Displays the status of each outgoing call the gatekeeper is aware of
n
show gatekeeper endpoint: Displays the status of registered endpoints
n
show gatekeeper zone cluster: Displays the members of the cluster and the current bandwidth utilization
debug Commands n
debug h225 asn1: Displays the actual contents of H.225 RAS messages
n
debug ras: Displays the types and addressing of RAS messages sent and received
Common Problems Gateway not Registering to Gatekeeper Assuming you have proper network connectivity and can ping the gatekeeper from the gateway does not ensure that multicast routing is configured for discovery. Attempt unicast discovery if you suspect a multicast routing failure. Other © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues common registration problems are usually the result of a configuration error. Check the configuration settings for the following: n
Duplicate H.323 IDs
n
IP addresses not authorized to register
n
Security settings mismatch
n
Attempted registration with a nonconfigured zone
Here is a sample gatekeeper configuration: gatekeeper zone local HQ-1 cisco.com 10.1.250.101 ***Verify zone name and IP address on the local gatekeeper. zone remote DGK cisco.com 10.0.0.99 1719 no zone subnet HQ-1 default enable zone subnet HQ-1 10.1.250.0/24 enable ***Verify the endpoint is allowed to register for the given zone. zone prefix HQ-1 1... zone prefix HQ-1 501* zone prefix DGK * gw-type-prefix 1#* default-technology ***Verify the technology prefix bandwidth interzone default 256 bandwidth session default 256 bandwidth session zone HQ-1 256
no shutdown ***Verify the gatekeeper is enabled.
Another important area to check is the Cisco Unified CallManager configuration for gateways and trunks. Ensuring that the correct gatekeeper, terminal type, technology prefix, and zone here matches the gatekeeper configuration can resolve configuration issues. If you are using a standalone gateway, verify that these items also match in the configuration of the gateway. Here is a sample configuration for a gateway:
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues interface Loopback 0 ip address 10.1.250.101 255.255.255.0 h323-gateway voip interface h323-gateway voip id HQ-1 ipaddr 10.1.250.101 1718 h323-gateway voip h323-id HQGateway-1 h323-gateway voip tech-prefix 1# h323-gateway voip bind srcaddr 10.1.250.101 ! dial-peer voice 1 voip destination-pattern .... session target ras ! dial-peer voice 2 pots destination-pattern 1611 port 1/1/1 no register e164 ! gateway
If verifying the configuration fails to resolve your problem, check gateway debugs or CallManager traces to determine the point of failure in the process described above.
Call Admission Issues If you have verified that both endpoints are registered and calls are failing, you might have one of the following problems: n
Lack of bandwidth due to CAC configuration
n
Connectivity issues between endpoints, but not to the gatekeeper
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Call Setup Issues n
Gatekeeper IP address misconfiguration
n
Gateway dial peer misconfiguration
Applicable show commands, such as show gatekeeper zone status, show dial-peer voice summary, show gatekeeper zone status, and the debug commands described earlier, can help narrow the root cause of the problem.
Admission Rejection The two most common reject reasons that you see in an ARJ message are calledPartyNotRegistered and requestDenied. The first indicates that the gatekeeper has no information on where the called number endpoint is located. Use the show gatekeeper zone status command to determine whether the endpoint is registered. The second message, requestDenied, indicates that there is not sufficient bandwidth available to extend the call.
Gatekeeper Clustering Issues When multiple gatekeepers are used together in a cluster, issues sometimes arise related to failover. Most often these issues are due to a loss of network connectivity or a configuration error. If you have used ping to determine proper network connectivity across the cluster, try the following show and debug commands: n
show gatekeeper zone cluster: Displays the status of all local clusters, including the Alternate Gatekeeper function.
n
debug gatekeeper gup: Displays packets for the Gatekeeper Update Protocol and can easily indicate a misconfiguration.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Voice and Video Quality Issues
Defining Common Voice and Video Quality Issues When voice, video, and data are converged onto the same network infrastructure, it becomes important to ensure proper quality of service. Voice and video are both sensitive to latency and packet drops, and require guaranteed bandwidth end to end across the network. It is important to remember that communication will operate only as fast as the slowest communication link the traffic must pass. We will now address the various types of problems that voice and video traffic encounter in a network
Delay End-to-End Delay The total delay across the network is the sum of the following factors: n
Propagation delay across the transmission media (~40ms coast to coast in the USA)
n
Serialization delay to clock all the bits onto the wire
n
Processing and queuing delays within a router
Jitter Jitter is the variation in the delay of received packets. This can be caused by network congestion, poor queuing, or configuration errors. Ensure that you have a QoS-capable WAN link with jitter guarantees and that you have your link settings set appropriately. Implementing fragmentation and interleaving as well as proper queuing will generally reduce or eliminate jitter.
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Voice and Video Quality Issues
Packet Loss Packets are usually lost when routers run out of buffer space on a given interface. Other reasons include CRC errors, High CPU issues, or WAN link errors. Use the following methods to prevent packet drops: n
Increase link capacity to reduce congestion.
n
Drop packets of less critical applications.
n
Verify QoS settings on WAN links and switches.
n
On Frame Relay links, use shaping to minimize loss.
n
Configure policing to prevent certain types of traffic from dominating an interface.
QoS Requirements Consult Table 4-1 for details on QoS requirements for voice and video. Note that voice has very small packets and a low amount of required bandwidth, while video has much larger packets and higher overall bandwidth requirements. Data is less critical but still dependent on the application using it. Different types of data can be assigned different priority levels across the network. Ensuring that proper measures have been taken to set up LAN QoS is also important to reduce buffer congestion issues. TABLE 4-1
Voice and Video Quality of Service Requirements Voice
Video
Latency
< 150ms
< 150ms
Jitter
< 30ms
< 30ms
Loss
< 1%
< 1%
Minimum Priority Bandwidth (One-Way)
17–106 kbps
Video Stream + 20%
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CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Voice and Video Quality Issues
VoIP Quality Problems Verifying that voice quality is good across the network will ensure the success of the Unified Communication System. Troubleshooting voice quality problems can be difficult. They can be intermittent, and perceived quality can be very subjective. Here are some good questions to ask when you begin troubleshooting voice quality problems:
NOTE Success in troubleshooting voice quality problems is largely dependent upon asking the right questions. Try to get as much detail as you can from the users before looking at configurations and debugs.
n
Has it ever worked?
n
Were there any error messages displayed or heard?
n
When did it happen?
n
Did something change recently?
n
Can you localize the problem to a device, calling direction, or subnet?
After you have answered these questions, look at a network diagram or make a call flow diagram to understand all the devices in use. This can prevent unnecessary work by eliminating devices not involved.
Layer 2 Voice Quality Problems Buffers, not bandwidth, tend to create the main problem on switched Layer 2 networks. These buffers can fill instantly during times of traffic congestion. Switches use weighted random early detection (WRED) to drop lower-priority traffic, letting high-priority traffic such as voice or video pass into the queue. The command auto qos voip cisco-phone applied to an interface will set up the switch to give priority to traffic tagged out of an IP Phone. When troubleshooting QoS on a Cisco Catalyst switch, the command show mls qos interface interface-type interfacenumber queueing will display the queues that have been set up along with any marking that is being performed. To monitor packets that arrive with a particular DSCP value, use the command mls qos monitor dscp dscp-value on the interface desired, followed by the show mls qos interface interface-type interface-number statistics to view how many drops have occurred on the interface.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Voice and Video Quality Issues
Gateway Voice Quality Problems Here are some common issues that appear on gateways: NOTE
n
Duplex and speed mismatches
Gateways are often a very likely cause of quality issues because they aggregate different media types for voice traffic.
n
Bandwidth across slow WAN links
n
Link Fragmentation and Interleaving (LFI): Generally used on circuits with speeds slower than 768 kbps due to large packets causing excessive latency
n
Low latency queuing (LLQ) bandwidth settings
n
WAN interface configuration
n
Service provider SLA
Multilink PPP Interface Configuration On slower PPP serial interfaces, use the command ppp multilink fragment delay delay-in-ms to set the maximum serialization delay to 10 ms via automatic fragmentation. The command ppp multilink interleave will allow high-priority packets to be sent between two fragments to minimize delay and jitter. It is also important to add the service-policy output policy_name command for a given QoS policy map. Verify the configuration using the following commands: n
show interfaces multilink interface-number
n
debug ppp multilink fragments
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Voice and Video Quality Issues
Frame Relay Configuration Recommendations The following are some recommended settings for Frame Relay PVCs: n n n
Minimum CIR should be equal to the CIR of the link Committed burst (Bc) is 1/100 of CIR
n
Excess Burst (Be) is set to zero Interleave voice packets with fragmented data packets
n
Apply LLQ to the interfaces
Here is a sample Frame Relay configuration: frame-relay cir 512000 frame-relay bc 5120 *** Committed burst is set to 1/100 of CIR frame-relay be 0 frame-relay mincir 512000 frame-relay fragment 80 service-policy output DFW-to-SJC class-map match-all VOICE-CTRL-OUT match ip dscp cs3 class-map match-all VOICE-OUT match ip dscp ef class-map match-all VOICE-CTRL match access-group name VOICE-CTRL policy-map DFW-to-SJC class VOICE-OUT priority 128 class VOICE-CTRL bandwidth percent 5 class class-default fair-queue © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Voice and Video Quality Issues Use the following commands to verify and troubleshoot your Frame Relay QoS configuration: n
show frame-relay fragment [interface interface [DLCI]]: Displays FR fragmentation statistics.
n
show frame-relay pvc [interface interface] [DLCI]: Displays statistics for PVCs on Frame Relay interfaces.
Phone Tools The Quality Report Tool (QRT) enables users to report problems to administrators as they happen. When a user is experiencing a problem, he simply presses the QRT button on his IP Phone and selects the type of problem he is having. To configure this, the softkey template must be changed on the phone, and the reports must be able to be viewed in RTMT. This allows users to easily provide administrators with the problem they are having along with an exact timestamp. Pressing the “i” or “?” button twice on Cisco IP Phones will display some voice quality troubleshooting data such as packet counts, codec, jitter, and dropped and discarded packets. These statistics can also be logged in the Call Detail Record database by enabling Call Diagnostics in System > Service Parameters from the web-based administrator tool on Cisco Unified CallManager.
Voice Activity Detection When sending calls over a WAN, you generally want to use as little bandwidth as possible while still maintaining adequate voice quality. Voice Activity Detection (VAD) can maximize bandwidth by not sending any packets that contain silence across the network. VAD can save substantial bandwidth, but it can also cause problems. Sometimes VAD takes a moment to detect the beginning of speech and results in the first part of a word being cut off. This can be irritating to some people and might not be acceptable for your network.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Troubleshooting Echo Talker echo is the sound of your own voice in the telephone receiver while you are talking. When this echo exceeds approximately 25 ms, it can be distracting to users. Listener echo can also occur, which occurs when the remote party hears your voice twice when you speak. Most echo problems can be solved at the gateway. Both H.323 and MGCP gateways have options to assist in reducing echo. Here are some questions to ask when you begin troubleshooting echo: n
Does the echo occur between IP Phones?
n
Are speakerphones involved?
n
Who is hearing the echo?
n
Is there any pattern to when the echo is heard (outside calls, one number, all the time, and so on)?
n
What types of gateways and protocols are being used?
Sources and Types of Echo Talker Echo Talker echo occurs when the speech of a person talking is coupled with the receiving path at the far end, resulting in the talker hearing their own voice delayed by the path time. If this signal has large enough amplitude and delay, it can be quite annoying. This type of echo is usually the result of impedance mismatch in a two-wire to four-wire conversion taking place through hybrid transformers.
Receiver Echo With receiver echo, the voice of the talker is echoed by the far end hybrid transformer. Then, when the echo is returning, it is echoed back to the listener. This results in the person listening hearing both the person talking and their echo.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Echo Cancellation Echo cancellers come standard on IOS Release 12.3(4)XD and later on all but the AS5300 series gateways. They face into the PSTN side on a gateway and capture, as well as store, the outgoing signals heading toward the hybrid transformer. The echo canceller then looks at the Rx side for echo. When echo is detected, an inverse waveform (that is, a waveform 180 degrees out of phase from the echo waveform) is superimposed on the Rx path to cancel out the echo waveform. When one side is silent, the residual echo is replaced with comfort noise based on the actual noise on the line. Echo cancellation is implemented in DSP firmware for analog lines and is built in to the codecs for packet-based networks. The echo canceller is enabled by default and provides a couple of commands to tweak its operation. The voice port commands are n
echo-cancel coverage {8 | 16 | 24 | 32 | 48 | 64}: Adjusts the size of the echo canceller buffer
n
echo-cancel erl worst-case {0 | 3 | 6}: Determines what amount of echo activates the echo canceller in dB (default 6)
Measuring and Adjusting for Echo There are various methods for measuring echo in a Unified Communications System. The IP Phone can be configured to generate a test tone; signal levels can then be compared on the gateways to set the ERL levels properly. Using the show call active voice command on the gateway will show input and output signal levels. If these are not equal, you can adjust the input and output attenuation levels such that the echo canceller performs properly. On the Cisco Catalyst 6608 Voice Gateway, this process is a little different. Using the show port voice [mod/port] command will allow you to view the statistics needed to make proper attenuation adjustments based on the test tone. Keep in mind that adjusting attenuation levels can have an effect on the voice-mail system.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Quality Problems with Cisco Unified Video Advantage Cisco Unified Video Advantage (UVA) has quite a few requirements to bring instant video telephony to the desktop computer. Some of the most common problems and their solutions are listed next.
Verify Hardware and Software The computer running UVA must be at least 1 GHz and have 256 MB of RAM. If the computer does not meet these requirements, the software will not install. The system also requires that the desktop computer be plugged in to the switch port on the back of a 7940/41/60/61/70/71 phone, have a Cisco UVA camera plugged in to a USB port, and be running the UVA software. The final requirement is that Cisco Unified CallManager be properly configured. CallManager must have video capabilities enabled for the IP Phone device and is disabled by default. If all these requirements are not met, video calls will not be made. CPU throttling software can also cause the computer to run at a clock speed slower than it is capable of running to save power. This will also cause the installation to abort.
Setting Up a PC to Capture a System Crash A system crash can occur when using or installing the Cisco Unified Video Advantage software. Installing Microsoft’s debugging tool WinDbg can help diagnose problems with the software. The following drivers are used in UVA, and seeing these in the crash can help you isolate the problem: n
Cpmt.sys: Cisco Media Termination Driver
n
CamDrC21.sys: USB camera driver for Windows XP
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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CamDRC20.sys and CamUSC20.sys: USB camera driver for Windows 2000
n
CdpPacketWdmCvl.sys: Cisco Discovery Protocol packet driver
USB Out of Bandwidth If Windows is giving error messages indicating that there are too many USB devices attached to a single port, the USB port might be out of bandwidth. If you do not have any spare USB ports, you will need to add a new host controller via PCI or PCMCIA. The other solution is always to remove other USB devices.
Cisco Audio Session Tunnel (CAST) Traces By opening Cisco Unified Video Advantage Diagnostics, you can open the CAST viewer, which provides a wealth of information on the interactions occurring with UVA. You will be able to see whether the remote end is not video-enabled, if codecs were mismatched, or if conference resources were not available for the call. This tool is very valuable in determining the cause of problems.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Common Cisco Unity Integration Issues Voice mail is a very important tool used by businesses today. Issues you might run into on Unity integrated with Cisco Unified CallManager include Message Waiting Indicators (MWI) not working, call transfer issues, or auto-attendant malfunctions.
Message Waiting Indicators Common Issues Two events cause MWIs to toggle on or off. When a message is left for a subscriber, the MWI is triggered to turn on. After a subscriber is finished listening to the new messages, Unity deactivates the MWI. If there are new messages in the subscriber’s inbox, the MWI should be activated; if there are no new messages it should be deactivated. It is important to note that MWIs only activate for new voice messages. E-mail and fax messages do not cause MWI triggers. Some of the possible causes for MWI issues are described in the following list: n
An inbox rule in Unity is moving voice messages to another folder upon arrival. Remove the rule so that the new voice-mail messages stay in the inbox.
n
CallManager Configuration Issues n
The voice-mail port CSS must include the partitions assigned to the MWI On and MWI Off directory numbers
n
The MWI DNs CSS must also include the partition of the phones
n
The MWI On and MWI Off fields are swapped or not configured to be the same extensions as those configured in Cisco Unity
n
Dial plan overlap with MWI DNs
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Application Integration and Media Resources Issues n
Unity Configuration Issues n
Wrong phone system assignment for a subscriber
n
MWIs are not enabled
n
The wrong extension is entered in the subscriber’s configuration
n
No voice-mail ports are configured for Dialout MWI
n
Lack of available voice-mail ports
n
Microsoft Exchange is offline
A useful tool for troubleshooting MWI issues on Cisco Unity is the Port Status Monitor. This is available in the Tools Depot on the Unity server and will show real-time status of the voice-mail ports. The macro trace tool for MWI problems will show when MWI ON and MWI OFF messages are being sent. This can indicate a problem with either the Unity configuration or the CallManager configuration, depending on what trace messages you see.
MWI Architecture The four Cisco Unity Components shown in rectangles in Figure 5-1 work together to control MWIs. Here are the basic steps taken by the system: Step 1.
Exchange Monitor receives a notification from the Exchange server when a change occurs in the Inbox of a subscriber when new voice messages arrive. Exchange monitor then sends an MWI activation message to the Notifier queue.
Step 2.
The Notifier adds the MWI activation message as a request to the phone system.
Step 3.
The Notifier queries the DOH to determine the status of the phone. If the MWI is already turned on, the Notifier discards the message.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Step 4.
FIGURE 5-1 Cisco Unity MessageWaiting Indicators Architecture
The MIU receives the request and sends the message to the phone system. The phone system then responds with the new MWI status to the Notifier.
Exchange Monitor
Exchange
Notifier Queue
Notifier
MIU
DOH
This process is similar for the deactivation process. Understanding this architecture can assist you in turning on the correct traces when troubleshooting problems. Each component has its own set of traces for use when troubleshooting.
Exchange Server Unavailable Issues If the Exchange server is down, the Unity server will use the Unity Message Repository (UMR) to temporarily store messages until it comes back online. If callers attempt to check voice mail while the server is down, they will only be able to hear messages stored in the UMR. When the server comes back online, Cisco Unity moves messages from the UMR to the Exchange server. All messages will appear as new and MWIs will be triggered. MWIs also might not function when Unity is using UMR. To verify that the Exchange server is down, choose Start > All Programs > Administrative Tools > Services applet.
Delayed MWI The primary causes for delayed MWI issues are the following: n
The Exchange server is unavailable (as discussed in the preceding section).
n
No ports are currently available to send the MWI messages. © 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Application Integration and Media Resources Issues n
CallManager is sending callers to ports dedicated for MWI, tying them up.
n
AppleTalk protocol was uninstalled from the Exchange server.
Call Transfer Issues Callers may report not hearing a configured Auto Attendant or hearing the opening greeting instead of their voice mailbox when checking their messages. These problems are due to an incorrect call-routing configuration on either Cisco Unity or Cisco Unified CallManager. Here are some of the potential causes: n
A call-routing rule is overriding the system default rule.
n
If multiple Unity installations are in use, the wrong voice-mail profile might be configured to a phone in CallManager.
n
The user has set different call-forward settings.
n
The subscriber has an invalid extension assigned.
Verifying the CallManager and Unity configurations for both the phone and the subscriber can generally resolve these types of call-routing issues. The Port Status Tool mentioned earlier can also be very useful in troubleshooting these problems.
Computer Telephony Interface (CTI) Issues When integrating Cisco Unified CallManager with applications such as Cisco Unity, Cisco Unified Contact Center Express, Cisco Unified IP-IVR, or Cisco Unified Customer Voice Portal (CVP), use virtual endpoints to provide the connection to these applications. These endpoints are referred to as CTI ports in CallManager and can be grouped into a line group and numbered by using a CTI route point.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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CTI Manager The CallManager CTI Manager is a program that allows applications to interface with the CTI components of CallManager without having to be aware of the structure of the CallManager cluster. There can be multiple CTI Managers in a cluster, but only one CTI Manager per server. An application can also have connections to multiple CTI Managers, but only one can be used at a time to open a device with media termination. CTI Managers can also failover to one another in the event of a server outage.
CTI Quick Buffer Encoding (CTIQBE) CallManager JTAPI and TSP both communicate with CTI Manager over CTIQBE. See Figure 5-2 for a diagram of these relationships. When troubleshooting, remember that this protocol handles the communication between CallManager and CTI Manager.
Cisco Unified CallManager
FIGURE 5-2 CTI Manager CTIQBE Relationships with Applications
Application
C T I
API (JTAPI) Application Provider
CTIQBE over TCP/IP
Application
TAPISVR
API (TAPI)
TSP
Cisco Unified CallManager CTI Manager Service
Application Provider
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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CTI Route Points and CTI Ports The following devices can be controlled by CTI: n
Cisco SCCP and SIP IP Phones
n
CTI Ports
n
CTI Route Points
CTI Route points can answer, make, receive, redirect, hold, unhold, and drop calls and are considered the pilot points for CTI ports. You can also use JTAPI or TSP to control CTI route points, which can be configured with an infinite queue depth to avoid busy signals. CTI ports must exist in CallManager for call control with CTI. Each port can have only one active audio stream; this is similar to how voice-mail ports work. If the port is in use, users attempting to use it will receive a busy tone.
Example Call Flow for a Basic IP IVR Application Figure 5-3 shows a sample call flow for a basic IP IVR application. The following steps explain the process: Step 1.
The user dials the CTI route point directory number.
Step 2.
Cisco Unified CallManager signals the IVR Auto Attendant via JTAPI that a call has arrived for the CTI route point DN.
Step 3.
The IVR application checks to see how many sessions and CTI ports are available. Because this is not a communication flow, it is not represented in the figure.
Step 4.
The IVR application associates the call with a CTI port and instructs CallManager to send the call to the CTI port.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Application Integration and Media Resources Issues FIGURE 5-3 Example Call Flow for IP IVR
Cisco Unified CallManager
2
IVR
4 5
IP IVR
7 1
8
9
Step 5.
The call arrives at the CTI port and the IVR accepts the call.
Step 6.
The IVR application creates a task to handle processing the call. Like Step 3, this is also not a communication flow and is therefore not represented in the figure.
Step 7.
The Auto Attendant script answers the call using the “accept” step.
Step 8.
A media stream is set up between the IP Phone and the Auto Attendant.
Step 9.
The IVR server plays prompts, accepts user input digits, and directs the call.
Troubleshooting Tips CTI Manager When troubleshooting CTI Manager, ensure that the JTAPI version and/or TSP version match, both on the client and on CallManager. Ensure that proper IP connectivity is in place and that the CTI Manager service has been started and activated.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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CTI Ports and Route Points not Registered The following are some of the possible causes for these ports not registering: n
Network connectivity or name resolution issues
n
Incorrect credentials
n
Incorrect device association
n
JTAPI version mismatch, or incompatible CRS version
For CRS problems, a good place to start is the Subsystem Manager in Cisco CRS. This will allow you to verify that the engine subsystems are currently in service. The JTAPI configuration in CRS is also a good place to look in case settings are not matched with settings in CallManager. If the correct devices are not associated with the JTAPI user, the system will also fail. Verify these settings in the Application User Information screen in CallManager. If all else fails, try resynchronizing the integration in CRS by choosing Subsystems > JTAPI > Resynchronize. If you are still having problems at this point, it is probably a good idea to gather some traces on the CRS server. Viewing this output can tell you how the CRS server is attempting to communicate with CallManager.
Troubleshooting Media Resources Media resources on Cisco Unified CallManager can be either software-based running on the CallManager server, or hardware-based running on a gateway. These resources provide services such as annunciator, transcoding, conferencing, media termination (MTP), and music on hold (MOH). Transcoding can only be done in hardware, and annunciator and MOH can only be done in software. CallManager manages media resources using a model shown in Figure 5-4.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
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Application Integration and Media Resources Issues FIGURE 5-4
Media Resource Manager
CallManager Media Resources Management
User Needs Media Resource
Assigned to Device Media Resource Group List 1st Choice
2nd Choice
Media Resource Group Media Resource 1
Media Resource Group Media Resource 2
Media Resource 3
Media Resource 4
Hardware-Based Media Resources The follow are reasons why hardware-based media resources might have trouble registering with Cisco Unified CallManager: n
Network connectivity between the router and CCM
n
Incorrect gateway or CallManager configuration
n
DSP hardware failure
Generally, CallManager traces can be used to determine how interactions with the media resources are being handled. The IOS command debug dspfarm all can also provide information specific to the router. The RTMT is also a very
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
CCVP TUC Quick Reference Sheets
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CHAPTER 5
CCVP TUC Quick Reference Sheets by David McDaniel
Application Integration and Media Resources Issues useful tool when troubleshooting these types of registration issues. If you suspect DSP hardware failure, try using the command test voice driver and test dsp device to test and reset the hardware.
Software-Based Media Resources If software-based media resources are having trouble registering, ensure that media resource is enabled using the system parameter settings in CallManager. Also, check the control center on the Serviceability web interface to ensure that the Cisco IP Voice Media Streaming App is started. If software resources seem hung, a reset of this service will generally get things going again. The RTMT and CallManager traces can also be used to troubleshoot these types of problems.
© 2007 Cisco Systems, Inc. All rights reserved. This publication is protected by copyright. Please see page 78 for more details.
CCVP TUC Quick Reference Sheets CCVP TUC Quick Reference Sheets By David McDaniel ISBN: 9781587053238 Publisher: Prepared for Huy Cuong Le Trong, Safari ID: [email protected] Cisco Press Licensed by Huy Cuong Le Trong Print Publication Date: 2007/07/02 User number: 1002807 Copyright 2007, Safari Books Online, LLC. This PDF is exclusively for your use in accordance with the Safari Terms of Service. No part of it may be reproduced or transmitted in any form by any means without the prior written permission for reprints and excerpts from the publisher. Redistribution or other use that violates the fair use priviledge under U.S. copyright laws (see 17 USC107) or that otherwise violates the Safari Terms of Service is strictly prohibited.
